Help and Support

If you need help right now

• If you feel unsafe, tell a parent, teacher or another adult you trust straight away.
• In Sri Lanka, children can call 1929, the National Child Protection Authority's helpline. It's free, open 24 hours, and speaks Sinhala, Tamil and English.
• If someone is in immediate danger, contact the police or emergency services.
• In the app, the Safety centre shows your school's support contacts under "Talk to a trusted adult".

Help inside the app

• Help & Support, in your profile, lists the people at your school you can contact.
• Help centre, Contact ClassMates and Report a bug, in Settings (in Profile for parents), open this page or an e-mail to us.
• The Safety centre is where you report something, follow your appeals, see who you've blocked, read safety tips, and learn how Guardian AI works. Your moderation history there is private to you.

Contact your school

Your school looks after ClassMates for its students. Contact them for help with:

• signing in with your school e-mail, or joining your class;
• a group, a session or an assignment;
• your school's rules, such as chat hours or which websites can be shared;
• something that worried you.

Your school's contacts are in the app, under Help & Support.

Common questions

I didn't get my sign-in code

Check that your e-mail address is spelled correctly, and look in your junk or spam folder. Codes expire, so if yours has, ask for a new one.

My account says it's waiting for a parent

Students below the consent age need a parent or guardian to approve their account. Ask them to install ClassMates, choose "Parent or guardian", and enter the family link code shown in your app. Once the link is approved, you can join your groups.

My message wasn't posted

Guardian AI didn't post it, so only you can see it. You can edit it, delete it, or tap "Ask a person to review". Guardian can make mistakes, and a person makes the final decision.

How do I appeal a decision?

Tap "Ask a person to review" on the message, file, note or deck, or on a pause on sending. Add a short reason. You can follow it under My appeals in the Safety centre, and you'll get a notification with the result.

How do I report or block someone?

• To report a message, touch and hold it (or right-click it in a browser), then choose Report message.
• To report a person, open the group's Members, touch and hold their name, then choose Report.
• You can block someone when you report a message. They aren't told.

Reports are confidential, and a person reviews every one.

I'm a parent. How do I link to my child?

Install ClassMates, choose "Parent or guardian", and enter the family link code from your child's app. Your child approves the link. You'll see summaries of how they're doing, never their messages, notes or quiz answers.

Who can see my progress?

You choose. In your profile's privacy settings, use "Who can see my progress": only you, your teachers, or your teachers and a linked parent.

How do I get a copy of my data?

In your profile, under "Your data", choose "Request a copy of my data". We'll let you know when it's ready. The download link works for 7 days.

How do I delete my account?

In the app, open Settings and choose Delete account. You can also do it in a browser at Delete your account. There's a 7-day grace period in which you can cancel.

I'm using a shared or school computer

Use ClassMates at web.classmates.lk. It starts in shared-computer mode: it stores nothing on the computer and signs you out after 15 minutes without use. Always sign out when you're done.

A question about a plan

If you subscribed in the iPhone app, manage or cancel it in your App Store subscriptions, and ask Apple about refunds. Plans bought on the web are cancelled and renewed on the web app's Plan page, and refunds follow our Refunds and Cancellations policy. For anything else about a plan, contact us (below).

Contact ClassMates

If you learn without a school, or your school can't help, write to hello@classmates.lk.

If something in the app or on the website isn't working as it should, write to our developers at developers@classmates.lk. Tell us what you were doing, what you expected and what happened instead, and which device and app version you're using.

To help us help you:

• tell us your school or organisation, if you have one;
• include any reference shown in the app, such as an appeal reference or an error code;
• don't send passwords, card numbers or other people's personal details.

For privacy requests, see our Privacy Policy. To report child sexual abuse or exploitation, see our Child Safety Standards.